• Forecast demand, optimize schedules, and model capacity across voice, chat, email, and SMS. Ensure we're staffed to hit service levels without burning budget on unnecessary overtime. • Design IVR flows, optimize call routing, manage our dialer, implement call branding, and evaluate platform alternatives. Be the technical brain behind every inbound and outbound interaction. • Own chat, email, and SMS as strategic channels. Monitor performance, identify bottlenecks, design routing logic, and drive improvements that make digital interactions as effective as voice. • Design, implement, and manage workforce management strategies within the contact center that ensure proper staffing levels to meet service demand. • Conduct long-term forecasting and capacity planning to align workforce needs with operational growth and seasonal fluctuations. • Leverage data analytics and historical trends to forecast call volumes and staffing requirements. • Monitor real-time data and recommend schedule adjustments as needed to optimize resource utilization. • Identify and implement process improvements that enhance productivity, decrease wait times, and improve overall customer and employee experience. • Standardized workforce management policies and procedures. • Research, implement, and manage workforce management systems, scheduling software, and automation tools to support contact center efficiency. • Evaluate emerging technologies to drive continuous improvement and innovation in workforce operations. • Analyze and monitor key performance indicators (KPIs) related to staffing, call handling, service levels, and workforce productivity. • Provide actionable insights and recommendations based on performance data to drive operational success.